Novibet Casino - Аккаунт игрока был заблокирован после крупного выигрыша.

I created an account at Novibet, which they fully verified. I deposited 200 euros and received a deposit bonus for betting. I played at the casino and turned it into 10,000 euros. I also completed the betting turnover requirements and proceeded to make a withdrawal. They started requesting a myriad of documents, which I provided. They continued to request proof of residence, even though they had already verified it. The final straw was when I attempted to withdraw 700 euros—they locked my account for security reasons. I can't even log in anymore.

Έφτιαξα έναν λογαριασμό στην νοβιμπετ, τον ταυτοποίησαν πλήρως, έκανα κατάθεση 200 ευρώ, πήρα το μπόνους κατάθεσης για το στοίχημα, έπαιξα καζίνο και τα έκανα 10000 ευρώ, Ολοκλήρωσα και το τζίρο μου στο στοίχημα, και προχώρησα για ανάληψη, ξεκίνησαν να μου ζητάνε ένα σωρό χαρτιά στα οποία τους έστειλα τα πάντα, συνέχισαν να μου ζητάνε διεύθυνση κατοικίας την οποία έχουν επαληθεύσει. Το κερασάκι στην τούρτα είναι ότι όταν πήγα να κάνω ανάληψη 700 ευρώ μου κλείδωσαν τον λογαριασμό για λόγους ασφαλείας. Ούτε σύνδεση δρν μπορώ να κάνω πλέον

Dear Konrapt,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if your proof of residence was approved by the casino in verification?

Have all your other identity documents been successfully verified as well?

Could you kindly send me the link or the screenshot of the bonus you activated?

Have you received any email from the casino after your account was locked?

When was the last time you communicated with customer support and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your reply. Could you please specify what types of games did you play? Were they slots, live casino games, or did you participate only in sports betting?

It was live roulette, and sports betting please. Nothing else.

Ήταν live roulette, και αθλητικό στοίχημα παρακαλώ. Τίποτα αλλο.

they just sent me this email saying that i was playing "contrary" in roulette, which i can't figure out how to do

μολις μου έστειλαν αυτό το μειλ ότι έπαιζα «αντικρουόμενα» στην ρουλέτα, το οποίο δεν μπορώ να καταλάβω πως ακριβώς γινεται

Thank you very much, Konrapt, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much for your help. Do I need to do anything else or do I wait for a response from your colleague?

Hi Konrapt,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Novibet Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Konrapt,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (complaints@ecogra.org) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://casino.guru/licensing-authorities/malta-license). Please inform us about the ADR's and/or the MGA's decision. I am sorry I could not be of more help on this occasion.

Best regards,

Peter